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This article explains how to assign or reassign a ticket to an individual or a group. As an analyst you can view and manage your tickets and ticket queues in the Ticket Center workspace. This workspace displays a list of tickets that are assigned to you and your support groups. You can view information such as Assigned to, Requested By and the related parent organization in the overview of tickets. You can also filter the ticket list and can take certain actions on the tickets.

Assign a Ticket

You can manually assign a ticket to specific individuals or groups. This option is available only when a workflow has not already assigned the ticket to an individual or a group.

Follow these steps:

Navigate to WORKSPACES> Ticket Center.
Open a ticket, click Actions, and select Assign to Individual, Assign to Group, or as required.

The ticket moves out of your queue.

Reassign a Ticket

The application allows you to reassign a ticket to another individual or group.

Follow these steps:

Navigate to WORKSPACES> Ticket Center.
Open a ticket, click Actions, and select either Reassign to Individual or Reassign to Group, as required. If you want to reassign the ticket to an individual within your group, you can select Reassign in My Group.

Tickets cannot be assigned to a user marked as Group Viewer for the Assignee group.

Reassign Ticket to Previous Owner

You can reassign a ticket back to the individual or group who were the previous owners of the ticket.

Reassign to last Assigned Group: The application checks for the group which previously owned the ticket and assigns the ticket to that group. The ticket group changes only when the previous groups are available.
Reassign to last Assigned Individual: The application checks for the individual that previously owned the ticket and assigns it to the individual and corresponding group. When the previous assignment includes only a group (no individual), the application searches one level backwards for an individual owner. The ticket is then assigned to such individual and the corresponding group.

Follow these steps:

Navigate to WORKSPACES> Ticket Center.
Open a ticket, click Actions, and select either Reassign to Last Assigned Individual or Reassign to Last Assigned Group.

An administrator can enable special functions with the same names. Reassign to Last Assigned Individual or Reassign to Last Assigned Group actions are available when an administrator enables them.

Notifications

Based on how your Intelligent Service Management (ISM) Administrator has configured your instance, email notifications will be sent out when tickets are assigned to an Individual or Group.

Group Viewer does not receive any ticket notification, however can view all tickets assigned to the group.

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